Customer Service Specialist – Remote Client Concierge

About the role

The Client Concierge is the first point of contact for homeowners needing assistance with smart‑home systems. You will set a calm, supportive tone within the first minute of each call, building trust and guiding callers toward a solution.

Key responsibilities

• Deliver a “First‑Minute Experience” that acknowledges technical issues and the caller’s stress.
• Answer, screen, and route incoming calls to the appropriate Technology Specialist.
• Handle high‑stress scenarios, from streaming problems to onboarding new users.
• Explain service tiers, enroll eligible homeowners in membership plans, and avoid pressure‑selling.
• Document every interaction accurately in the web‑based ticketing system.
• Collaborate with the support team to meet SLA targets and ensure seamless client experiences.

Required profile

• Human‑first communicator who values genuine connection over scripts.
• Emotionally attuned, able to sense stress or urgency and adjust tone.
• Calm, patient, and detail‑oriented with a self‑driven work ethic.
• Excellent spoken and written English.
• Experience in hospitality, retail, caregiving, or similar service roles (phone experience not required).

Required skills

• Familiarity with CRM or ticketing platforms such as Zendesk or Zoho.
• Ability to learn and use Slack, PagerDuty, Twilio, and Google Workspace.

What we offer

• Fully remote work environment with a provided MacBook.
• Competitive USD‑based compensation.
• Flexible schedule: 35‑40 hours/week, one weekend shift with a weekday off in exchange.
• Requirement to have reliable internet, a quiet workspace, headset, and external monitor.